Shipping

At Moving Steps, we understand that our customers are the heart of our business. Our goal is to make sure that every customer has a positive experience with us. We take great pride in the quality of our products and the level of service we provide. To ensure that your shopping experience with us is seamless, we encourage you to carefully read our Shipping Policy before placing an order. We believe that transparency is key to building trust with our customers, and we want to make sure that you fully understand our shipping terms.

 

ORDER AND SHIPPING CONFIRMATION

After you place an order with us, you will receive an order confirmation email. Once your order has been shipped, you will receive a shipping confirmation email with all the necessary information about your order, including the tracking number, courier partner, and estimated delivery date. Please check your spam folder if you do not receive these emails.

 

PROCESSING TIME AND SHIPPING SCHEDULE

We kindly request that you allow us 2-4 business days to process your order before it can be shipped out. It's important to note that this processing time is separate from the shipping time. Therefore, the total time it will take for you to receive your order will be the processing time plus the shipping time.

Additionally, please be aware that we ship orders exclusively on business days (Monday through Friday). Any orders placed over the weekend or during public holidays will be processed on the following business day.

 

COURIER PARTNERS AND TRACKING

When you place an order with Moving Steps, we partner with reliable courier companies such as USPS/Royal Mail to ensure that your order is delivered to you on time and in good condition. Once your order has been shipped, we will send you a shipping confirmation email that contains a tracking link. You can use this link to track the delivery of your package. Please note that the delivery timeframe provided in the email is an estimate and may vary depending on your location and courier availability. Also, it is important to keep in mind that tracking information may take 1-4 days to show up on the courier's website.

While Moving Steps partners with reliable courier companies to ensure the safe and timely delivery of your package, we cannot guarantee delivery within a specific timeframe. In the event of any shipping delays or issues, Moving Steps will work with you to resolve the issue as soon as possible. However, Moving Steps is not liable for any shipping delays or issues that may arise during the delivery process.

 

SIGNATURES AND PACKAGE DELIVERY

Some of our courier partners may require a signature upon delivery. If this is the case, the courier will not leave the package at your doorstep without obtaining a signature from someone at the delivery address. If no one is available to sign for the package, the courier may leave it at a nearby location or attempt delivery again at a later time. Please note that Moving Steps is not responsible for any issues that may arise because of courier decisions to leave packages without a recipient.

If you know that you will not be available to receive the package when it arrives, you may be able to arrange for someone else to sign for it. Alternatively, you can contact the courier company directly to make alternative delivery arrangements. It is important to note that once the package has been delivered and signed for, Moving Steps is no longer responsible for the package or any issues that may arise.

 

DAMAGES DUE TO COURIER HANDLING

At Moving Steps, we take great care in ensuring that all our products are of the highest quality and are packed securely to prevent any damage during transit. However, sometimes packages can be damaged due to handling by the courier company.

If you receive a package that appears to be damaged, we recommend that you take photos of the packaging and contact the courier company as soon as possible to report the issue. Please also send us the same photos at support@movingsteps.life and we will do our best to assist.

Please note that any damage caused by courier handling falls outside of our refund policy. We perform thorough quality checks on all items before shipping, and all items are packed very safely and bubble wrapped. However, we cannot control how the courier handles the package once it leaves our facilities.

We appreciate your understanding in this matter, and we will do everything we can to assist you in resolving any issues with damaged packages.

 

INCOMPLETE / INCORRECT ORDERS

If your package arrives with missing or incomplete items, please contact us at support@movingsteps.life with your order number and the details of the missing or incomplete items within 48 hours of receiving the package. Depending on inventory and stock, we may ship products separately. In this case, you will receive separate shipping confirmation emails containing the tracking number for each package. We will cover the shipping costs for any missing or incomplete items. If we are unable to provide a replacement, we will issue a refund for the missing or incomplete items.

 

ORDER CHANGES AND ACCURATE SHIPPING DETAILS

It is the responsibility of the customer to ensure that the shipping details are accurate and complete at the time of checkout. Incomplete or inaccurate shipping details may result in delayed processing or order cancellation. For system-detected address issues, our customer support team will send an email to verify your shipping details within 3 business days of your order being placed. If we do not receive a response within this time, we reserve the right to cancel your order.

If you notice an error in your shipping details, please email us at support@movingsteps.life within 24 hours of placing your order. We will do our best to accommodate any changes, but we cannot guarantee that we will be able to make changes after this time.

 

DELAYED DELIVERY

At Moving Steps, we understand that receiving your order in a timely manner is important to you, and we strive to ship out all orders as quickly as possible. However, please note that in some cases, there may be delays in delivery due to circumstances outside of our control.

For example, courier partners may experience unexpected delays or issues during transit, such as severe weather conditions or transportation disruptions. In such cases, we will do our best to work with the courier to ensure that your package is delivered as soon as possible.

Additionally, there may be unforeseen circumstances that may delay the processing or shipment of your order, such as product availability issues, address verification problems, or payment processing delays. We will notify you as soon as possible if we encounter any issues with your order that may cause a delay.

Please note that Moving Steps is not liable for any delays in delivery caused by external factors beyond our control, and we cannot guarantee the exact delivery date. However, we will always do our best to keep you updated on the status of your order and provide any assistance that we can to help resolve any issues that may arise.

  

INTERNATIONAL SHIPPING

Moving Steps offers international shipping to most countries with packages delivered duty paid (DDP). All fees, including taxes & customs duties, are already included in the final price you pay at checkout. This means no additional charges upon receipt of your parcel.

 

LOST OR STOLEN PACKAGES

We understand that it can be frustrating to experience lost or stolen packages during the shipping process. However, once we hand over the package to our courier partners, it is out of our control. In the event that your package is lost or stolen, please contact us at support@movingsteps.life, and we will do our best to assist you.

If your package is lost or stolen, we recommend that you reach out to the courier company directly to file a claim. Most courier companies have a claims process for lost or stolen packages, and they may require additional information from you to complete the process. We will also contact the courier company on your behalf to follow up on the claim and provide updates.

Please note that Moving Steps is not responsible for lost or stolen packages during the shipping process, and these fall outside of our refund policy. However, we will do everything we can to assist you in resolving the issue. If the package is not found or delivered, we may offer a replacement, depending on the situation.

In some cases, the courier company may be able to locate the package and deliver it to you. However, if the package is not found, we recommend that you file a police report.

 

RETURNS

We understand that sometimes you may need to return an item that you purchased from Moving Steps, and we want to make this process as easy as possible for you. Please note that when returning an item, customers are responsible for the cost of shipping the item back to us.

To start the return process, please review our return policy which outlines the conditions under which we accept returns. You can find our return policy on our website. Please carefully review the policy to ensure that your return meets the required conditions.

If you have any questions or concerns about the return process, please do not hesitate to contact our customer service team at support@movingsteps.life. We are here to help you and are happy to assist you with any questions you may have about the return process.

 

CANCELLATION AND REFUSAL

Moving Steps reserves the right to cancel and refuse any order placed on our website. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. In the event that we make a change to or cancel an order, we will attempt to notify you by contacting the email provided at the time the order was made. We reserve the right to refuse or cancel any order that we suspect to be fraudulent, unauthorized, illegal, or in violation of these Terms of Service.

If we cancel an order at our discretion, which is not requested by the customer, we will issue a refund on the spot. Please note that refunds may take 3-5 business days to process, depending on your bank or credit card company. We apologize for any inconvenience this may cause.

 

SHIPPING POLICY CHANGES

Moving Steps reserves the right to modify or update this Shipping Policy at any time without prior notice. It is the responsibility of the customer to review the most recent version of the Shipping Policy before making a purchase and using our products.

By purchasing and continuing to use Moving Steps products, customers are indicating their acceptance of this Shipping Policy including any modifications that may be made to it.

We encourage our customers to review this policy periodically to stay informed about any changes or updates that may affect their orders. If you have any questions or concerns about our Shipping Policy, please do not hesitate to contact us.